Description:
CALL CENTRE AGENT
Position Purpose
To resolve medical aid queries of members and other stakeholders through a call centre environment.
Experience
3 years call centre experience, preferably in the medical industry, Gap Cover and PHI
Qualifications
Matric, Call Centre, Customer Services certificate /qualification advantageous. RE5 Required
Accountabilities
Client service delivery and quality:
Follow procedures and cooperate with peers and leader for best possible service delivery
Compliance and Risk Management:
- Defined legal, statutory and regulatory compliance is maintained at the required standards
- Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
Financial Management:
Contribute to cost savings within the department to assist with financial goals and targets
Operating Model:
- Handle telephone and email/web queries within standards and service level agreements
- Correctly route all escalated calls to correct departments
- Professionally handle hospital claim queries
- Accurately capture data
- Professionally handle all client communications
- Assist in other job functions within the department when the need arise
- Meet delivery objectives through working with other team members within and linked to the department / project
- Resolve operational performance variations and problems and escalate unresolved issues to higher levels
- Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
Operational Implementation of Strategy:
- Keep up to date with operational changes implemented in response to important external influences
- Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
- Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
Operational Leadership:
- Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
- Engage in development, coaching and mentoring
- Support transformation through valuing diversity
- Behave in alignment with the Afrocentric values
Stakeholder Management:
- Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
- Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
Position Specific Outputs
- Handle day-to-day customer interactions for Sanlam Gap, ensuring customer satisfaction by addressing inquiries and resolving issues.
- Provide support through various communication channels and enhance the overall customer experience by maintaining a professional and customer-centric approach.
- Handle complex queries in an empathetic manner
- Communicate with customers telephonically and through written correspondence
Competency Requirements
Knowledge:
- Understanding of Call Centre technology
- Knowledge of scheme rules and contractual negotiations
- Knowledge and application of relevant legislation
- Knowledge and application of processes and procedures
Skill:
- Business Writing Skills
- Communication Skills
- Computer Technology Skills
- Task Management
- Adobe Creative Suite
- Data modelling and evaluation
- Problem solving and decision making skills
- Attention to Accuracy and Detail
- Numerical Ability
- Customer Focus
- Relevant systems knowledge and application
- Strong Interpersonal skills and ability to build customer relationships
- Customer centricity and servicing skills
- Excellent communication and problem solving skills
Requirements:
- Defined legal, statutory and regulatory compliance is maintained at the required standards
- Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
- Handle telephone and email/web queries within standards and service level agreements
- Correctly route all escalated calls to correct departments
- Professionally handle hospital claim queries
- Accurately capture data
- Professionally handle all client communications
- Assist in other job functions within the department when the need arise
- Meet delivery objectives through working with other team members within and linked to the department / project
- Resolve operational performance variations and problems and escalate unresolved issues to higher levels
- Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
- Keep up to date with operational changes implemented in response to important external influences
- Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
- Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
- Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
- Engage in development, coaching and mentoring
- Support transformation through valuing diversity
- Behave in alignment with the Afrocentric values
- Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
- Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
- Handle day-to-day customer interactions for Sanlam Gap, ensuring customer satisfaction by addressing inquiries and resolving issues.
- Provide support through various communication channels and enhance the overall customer experience by maintaining a professional and customer-centric approach.
- Handle complex queries in an empathetic manner
- Communicate with customers telephonically and through written correspondence
- Understanding of Call Centre technology
- Knowledge of scheme rules and contractual negotiations
- Knowledge and application of relevant legislation
- Knowledge and application of processes and procedures
- Business Writing Skills
- Communication Skills
- Computer Technology Skills
- Task Management
- Adobe Creative Suite
- Data modelling and evaluation
- Problem solving and decision making skills
- Attention to Accuracy and Detail
- Numerical Ability
- Customer Focus
- Relevant systems knowledge and application
- Strong Interpersonal skills and ability to build customer relationships
- Customer centricity and servicing skills
- Excellent communication and problem solving skills
02 Jun 2025;
from:
careers24.com